Being charged for thin air

[J-Pidge]

Hello there,

I'll try to keep this as short as possible. I had an o2 contract which had expired and was monthly rolling. I decided to get a new o2 monthly contract and phone package with Samsung.

The day of the sim and phone delivery I rang o2 aa I wanted to port my number to the new o2 contract. They said no and I'd have to cancel the new contract, which I thought was ridiculous.

So the contract was cancelled and I refused the phone delivery, everything was sent back and Samsung has refunded me the upfront payment and send me a receipt for the returned phone.

Now o2 have sent me a bill for the cancelled contact totalling £618, stating early termination of the contact even though it was cancelled on the first day of the 14 day cooling off period.

I've spoken to o2 3 times and they said I shouldn't have to pay it obviously, and they have escalated it to another department. They were supposed to ring back Monday but didn't.

The bill is due next Tuesday and I'm concerned about my credit rating when it doesn't get paid. Sorry for the long post! If anyone can help that would be hugely appreciated.

[madasaf1sh]

@J-Pidge 

If your purchase of the new phone was through Samsung, I would be speaking to them, as it sounds like they havent completed the return and cancellation of the plan correctly.  As o2 will be relying on information provided by the 3rd party. 

If you need to there is the complaints process which will take upto 8 weeks https://o2.co.uk/how-to-complain 

[J-Pidge]

Hi there,

Yes, I've spoken to Samsung twice already. They assure me that they have cancelled everything and have sent me a cancellation email along with the receipt for the returned phone. They say the issue is with o2 as they need to acknowledge it but haven't.

Thanks

[madasaf1sh]

As you purchased through Samsung, then you need to keep chasing them and get them to escalate within Samsung they are at times as incompetent as o2 

[J-Pidge]

Like I say I've spoken to Samsung twice. They have sent me 4 different emails to state the contract is cancelled, the phone has been returned. They have stated they can't do anymore on their end. They have also liaised with MobileShop who I believe sorts out the contacts on their behalf and they have stated it is all done at their end. I have multiple acknowledgements for Samsung. Nothing from o2 apart from a complaint number.

Thanks

[J-Pidge]

Hi there,

Does anyone have any other suggestions? Is going to the communication ombudsman a good idea?

Thanks in advance

[MI5]

@J-Pidge 

You can't do that until you have exhausted the complaints process. make a complaint

Customer Complaints Code